Telephone Customer Experience Audits

An audit of your customer's current telephone experience with your organization is essential understanding where your current level of telephone customer service is and what needs to be done to make it the best that it can be.

At the phone coach we can conduct these audits over the telephone by placing phone calls to your organization and posing as customers or by listing to recorded phone calls with actual customers. When doing an on-site training program with your organization we will also conduct a live and in person telephone customer service audit while working with your organization.

The Telephone Experience Audit

Your customer have choices... Why should they choose you? Through our telephone customer experience audits, we get an up close and personal feel of what it's like to be your customer. The result is a customized solution, opposed to a broad-based, band-aid approach.

Your business is unique. Your team members are unique. And so are your customers. So, when we're listening to your calls during our audit, we'll look for things such as (but not limited to):

• Initial Greeting - Does it seem like the call is an interruption or are you team members happy to take the call? How consistent is the greeting from team member to team member? Do you have differing versions of your organization's telephone experience.

• Inflection/Tone of Voice - One of the most overlooked, yet powerful tools in human communication. Inflection and tone of voice make a HUGE difference to the caller. We'll look for opportunities to help your team members improve their voice inflections and their tone of voice.

• Power Words/Weak Words - "It's not something we normally do, but for you, I'll check" sounds a lot better than "that's against our policy." "Can, will, do" sound a lot better than "can't, won't and don't." We'll examine the language that your telephone customer service representatives use and examine opportunities for making small changes in the words they use that can make a huge difference in your customer's experience with your organization.

• If Applicable - Outgoing Voicemail Messages - Once again, inflection and tone are important. Do your voicemail recording reassure your customer's that they are important to your organization. We will identify opportunities for helping you craft a powerful voicemail recording.

• Voicemail message left during outbound calls - Do they inspire people to call back? Are they friendly? Are they consistent?

The On-site Telephone Experience Audit 

While on-site, a Phone Coach team member will conduct an on-site audit of your customer's telephone experience. We look for how team members treat your customers and fellow team members AFTER the phone call. Do they make remarks about the customer? What is the "culture" in the room? What happens when phone calls aren't being taken? What's being said and done? We also look for any environmental issues that may be limiting your team member's ability to provide the best telephone customer service possible.

Bottom line, during our telephone and on-site audits, we're looking for telephone customer experience "touch points", those common interactions between your team members and customers that create a positive or negative impression about your business in the customer's mind. When we know those touch points, we can help your team members understand that the things they do and say REALLY make a difference in the customer's mind.

When your team members understand the implications of their actions, they are much more likely to follow through with the "what" of the learning program.

Have questions about The Phone Coach's telephone customer experience audits or our customized phone skills training programs? Give us a call today or click the button below to request more information!

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